Client Services Manager SA AT at Robert Half International in Walnut Creek, California

Job Description:

JOB REQUISITION

Client Services Manager SA AT

LOCATION

CA WALNUT CREEK

JOB DESCRIPTION

Client Services Manager

Job Description

• Responsible to serve as relationship manager to a portfolio of single-point-of-contact clients (VMS, third-party clients), including:
  
  
  • Select and distribute client work orders to the Field to partner and fill the job order requisition
  
  
  • Advocate for the Field to obtain better bill rates, extend candidate assignments, and negotiate earlier start dates
  
  
  • Submit candidate resumes as identified by Field personnel and qualify them for the client
  
  
  • Schedule interviews, confirm attendance and share client feedback to the Field personnel
  
  
  • Maintain and expand existing business with the Field through internal sales techniques and customer service
  
  
  • Document and maintain system and department documents to track and monitor compliance and service levels for clients and department scorecards, including logging MicroJ Events, maintaining spreadsheets, etc.
  
  
  
  


• Manage timely candidate setup with the VMS relationship manager to ensure accurate and timely invoicing and payment to the candidate and the company, including:
  
  
  • Obtain Candidate access to the VMS/TMS system for their time-entry;
  
  
  • Educate Field personnel and candidates on time-entry and candidate pay processes;
  
  
  • Obtain purchase orders, cost centers, and other items for invoicing requirements;
  
  
  • Confirm accuracy of bill rates to contractual terms through review of rate cards when appropriate;
  
  
  • Resolve T&C issues by providing appropriate documentation and distribution information in a timely manner;
  
  
  
  


• Resolve non-compliance issues, invoicing errors, and Field follow-through in a timely manner, including:
  • Ensures all time-entry is accurate and timely for candidates placed either through a VMS (Vendor Management System) client, or are utilizing a client’s TMS (Time Management System), including:
    
    
    • Identify missing candidates, hours or invoices (expenses, conversions, etc.) by reviewing FSC spreadsheets;
    
    
    • Coordinating and educating field personnel or candidates to enter the time accurately and timely;
    
    
    • Working with the client on  entered hours or invoices that have not been approved by the client;
    
    
    • Updating and maintaining FSC spreadsheets or issue tracking tools as a means to notify and escalate issues.
    
    
    • Escalating outstanding issues and documenting resolution steps on spreadsheets or in MACC;
    
    
    • Resolving bill rates for regular and overtime hours; conversion rates, expenses, etc.
    
    
    
    
  
  

• Responsible for communicating and educating Field personnel on client contractual terms and service-level agreements and on sales growth opportunities including:
  
  
  • Attend account Handoff meetings with Setup and Services Team members to learn about new client accounts or servicing modifications;
  
  
  • Learn and follow client contract requirements through review of BobNet sites, MAPICA Profiles and contract Exhibits and required documents;
  
  
  • Develop client profiles and presentation materials to communicate client account rollouts on the terms and servicing needs;
  
  
  • Review New Company Audit Report for Field use of appropriate company records;
  
  
  • Create company records in MicroJ to ensure accurate invoicing and tracking;
  
  
  • Partner with SA CSC team to provide and educate on use of pre-placement forms, documents, background check vendor access and drug screening forms and lab addresses;
  
  
  • Educate Field personnel on invoicing requirements, including identifying MicroJ company records to utilize, cost centers, purchase orders, overtime approvals;
  
  
  • Monitor Field compliance to pre-placement and invoicing requirements, client contractual terms and service level agreements;
  
  
  • Escalate new or modified terms or servicing requirements communicated by the client to ensure timely updates and minimal impact on servicing and compliance levels;
  
  
  
  

• Assist management in Strategic Account special projects to support MA department initiatives, including: 
  
  
  • Performs review and analysis of a portfolio of Strategic Accounts
  
  
  • Perform ad-hoc analysis to make recommendations to management regarding operating Policies and Procedures best practices to improve service levels and to achieve departmental sales revenue goals.  Assist in standardization and documentation of procedures
  
  
  
  


• Responsible for servicing accounts currently in transition to a VMS system.  This includes partnering with the Strategic Account Setup and Compliance teams to ensure that all company records and job orders are setup timely and properly to comply with revenue recognition guidelines. 

• "Participate in informational meetings, conference calls, trainings and team strategy meetings to receive up-to-date servicing and strategy plans, including:
  
  
  • Daily AM and PM team meetings on account servicing status;
  
  
  • Weekly Services group meetings on vendor, servicing, and departmental requirements;
  
  
  • Training sessions provided by VMS clients, background check vendors, department initiatives, and company online and instructor-led sessions.
  
  
  
  


• Serve as the day-to-day relationship manager on a portfolio of accounts. Works with the VP team and Account Executives  to help maintain and expand existing business through internal sales techniques and customer service. Develop presentation materials and assist with the field communication rollouts, pertaining to the assigned portfolio accounts. Documents and maintains field desk level activities per contractual agreement.

Requirements

• Ability to effectively work in a fast-paced environment with tight deadlines  and aggressively changing and improving processes; able to respond to multiple inquires in a quick and thorough manner


• Self-disciplined, motivated, exercises independent thinking and demonstrates the ability to multi-task and prioritize own workload


• Individual must be able to clearly communicate verbally and in writing.   (In person, via phone, fax, and utilizing Outlook and other electronic communication tools.)


• Possess a high degree of accuracy with attention to detail


• Excellent statistical and analytical skills.


• Ability to handle multiple tasks  under pressure


• Strong time management skills with sense of urgency and follow through


• Ability to grasp new concepts/learn quickly


• Ability to analyze and solve problems


• Ability to manage time and shifting priorities


• Customer service oriented


• Ability to analyze and interpret data, identify and resolve discrepancies


• Ability to remain calm and professional under pressure


• Possess tenacity in follow-through


• Demonstrated ability to work independently with minimal supervision


• Ability to sit for extended periods of time at a computer


• Must possess good judgment when making decisions


• Must be able to work with highly confidential data and maintain confidentiality at all times 


• Ability to read and understand simple to complex contract terms and RHI’s ability to support them


• Ability to demonstrate reliability and good attendance


• College degree plus


• Professional  work experience within RHI highly preferred


• Demonstrated ability to help lead sales development efforts by identifying opportunities and collaborating with the SA VPs and Account Executives on tactical plans


• Strong operational understanding of RHI or like business, with the ability to prioritize and make comprehensive business decisions


• Exceptional customer service and critical thinking a must•


• Working knowledge of MicroJ Plus, preferred


• Proficiency with Microsoft Office applications 


• Must be a team player with the ability to work independently


• Possess verbal assertiveness – speak up in an encouraging, professional and supportive manner


• Strong customer service and sales development skills with both internal and external customers


• Ability to act with a sense of urgency daily

Top Reasons to Work for Robert Half:

• 
  EXCITING CAREER OPPORTUNITIES WITH THE INDUSTRY LEADER – For more than 70 years, our history of success and strong client relationships provide a level of stability few companies can match.


• 
  PERFORMANCE = REWARD – We offer exceptional earning potential and a competitive benefits package, including a base salary; paid time off; group health, life and disability insurance; and retirement savings plans. Learn more at roberthalfbenefits.com/Resources.


• 
  UPWARD MOBILITY – With more than 300 locations worldwide, we provide excellent career advancement potential, both locally and beyond.


• 
  TOOLS FOR SUCCESS – We provide world-class training, client relationship management tools and advanced technology to help you succeed.


• 
  RESPECTED WORLDWIDE – Robert Half has appeared on FORTUNE magazine’s list of “Most Admired Companies” since 1998, as well as numerous “Best Places to Work” lists around the world.


• 
  OUTSTANDING CORPORATE CITIZENSHIP – We believe in an “Ethics First” philosophy, which means we are committed to social responsibility, promoting inclusion and diversity in the workplace, and actively participating in communities where we live and work. Learn more by downloading Robert Half’s Corporate Citizenship Report at roberthalf.com/about-robert-half/corporate-responsibility.

You may submit your application materials online or call 1.877.912.6253 for additional ways to apply.

Robert Half International Inc. is an Equal Opportunity Employer. M/F/Disability/Vet

JOB LOCATION

CA WALNUT CREEK

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